Overview
Workforce Management - Scheduler (Hybrid, London).
With millions of diners, 60,000+ restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader focused on helping restaurants thrive. Our technology empowers restaurants to focus on their team, guests, and bottom line while enabling diners to discover and book the perfect restaurant for every occasion. This role contributes to the global Workforce Management team and supports operating efficiency across multiple regions and sites.
Responsibilities
* Use Workforce Management software and call volume history to generate schedules 1-3 months out for multiple skills, channels and sites (phone, email, chat, etc.)
* Generate offline activities that meet operational requirements while achieving key performance targets
* Collaborate with peers and multiple levels of leadership to balance productivity and performance
* Monitor use of off-queue activities to ensure global departmental shrink goals are met by each LOB
* Identify emerging trends, measure impact to the business, and make recommendations to stay green
* Provide root cause analysis as needed to improve day-to-day operations and customer satisfaction
* Serve as subject matter expert for Workforce Management software and ticketing system
* Propose and suggest enhancements to work procedures and practices to improve efficiency
* Other duties as required
About You
* 2-3 years experience in workforce/call center operations
* Knowledge of common WFM Suites (Playvox, Teleopti, Verint, etc.)
* Strong customer focus with demonstrated success in problem solving, teamwork, adaptability, planning, and decision making
* Knowledge and understanding of key call center performance metrics such as ABN, ASA, AHT, adherence, etc.
* Strong organizational skills with a high attention to detail
* Clear and concise written and verbal communication both in person and via email/chat
* Intermediate knowledge of Google Docs, MS Excel and Google Sheets
* Ability to work flexible scheduling to help drive continuity between all regions within the organization, including nights/mornings/mids, weekends, holidays, and flexible shifts
* Forward thinking, self-starter on solutions, and big-picture mindset
* Receptive and actively seeks feedback
Desired Experience
* 2-3 years experience in Workforce Management with tools such as Talkdesk, Playvox, Zendesk, etc.
* Ability to communicate to teams 100+ in size across multiple regions/geos via multiple channels
* Ability to establish strong partnerships with internal work groups
* Critical thinking skills in formulating hypotheses, interpreting results, and making educated guesses when data may be sparse
* Experience working in fast-paced, deadline-driven environments with focus on accuracy and attention to detail
* Ability to handle confidential and sensitive information per OpenTable policies
* Ability to establish strong partnerships with key stakeholders, both internal and external
Benefits And Perks
* Work from (almost) anywhere for up to 20 days per year
* Focus on mental health and well-being
o Company-paid therapy sessions through SpringHealth
o Company-paid subscription to Headspace
o 5 floating holidays
* Paid parental leave
* Generous paid vacation + time off for your birthday
* Paid volunteer time
* Focus on your career growth
o Development Dollars
o Leadership development
o Access to thousands of on-demand e-learnings
* Travel Discounts
* Employee Resource Groups
* 5 weeks paid vacation
* Private health & dental insurance
* Income protection and life assurance
* Employee Assistance Program - including 24/7 GP and free legal advice
* Pension plan contributions
* Discounted gym membership
* Bike2Work
* Season ticket loan
* Social events and Thursday happy hours
* Free lunch 2 days per week
Inclusion
We’re committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table, so we’re building a team as dynamic as the diners and restaurants we serve—and fostering a culture where everyone feels welcome to be themselves.
If you need accommodations during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.
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